"Sorry, your payment did not go through. Please Try again or contact your bank."

[jtlin]

For the past two or three hours, our donors have been receiving this message when they attempt to donate via our donation page, which is embedded via shortcode on Wordpress.

I tried a test donation for $5 myself using my main credit card, and I have repeatedly received the same error.

I tried the same card on an alternate donation processor (feeds through Stripe), and the card worked.

What are the next steps to resolve this issue? This is a terrible time to have donations fail to post.

Link: https://oeconline.org/one-time-gift/

Thanks!

[CnP.Support.AM]

Good day @jtlin

It looks like some incorrect information was entered and our fraud scanner blocked their/your transactions. We have removed this so they/you should be able to complete the transaction now.

Please check and let us know if we can be of any further assistance.

[jtlin]

Could you provide some more information here?
* Who entered the incorrect information? A donor? A bad actor? Someone on staff at C&P?
* How likely is this to happen again? We can't afford to lose out on donations during giving season.
* Is there any way to escalate a request for help should this happen again, or is posting on this forum the fastest route?

Thanks.

[CnP.Support.AM]

* Who entered the incorrect information? A donor? A bad actor? Someone on staff at C&P? The person who entered the card information to process a transaction might have been entered some incorrect information.

* How likely is this to happen again? We can't afford to lose out on donations during giving season. We can't say how and when it happens, there is an algorithm used for fraud and others can't see that information because of security reasons. We cannot discuss the reasons transactions may be flagged as fraud in a public forum, for your own security, so you may submit a support ticket here to know more about fraud.

* Is there any way to escalate a request for help should this happen again, or is posting on this forum the fastest route? Yes, the forum is the fastest route.

[jtlin]

Thank you for the information.